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Skills

  • Data entry
  • Customer service
  • Project organization
  • Customer feedback analysis
  • Complex issue documentation
  • Process improvement
  • Application support
  • MS Office
  • Software diagnosis
  • System equipment

Work Experiences

  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Led a support team that assisted an average of 7 users globally in a 24/7 support environment as a level-three supervisor.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Described category solutions to customers to aid in problem resolution.
  • Contributed to a 24% reduction in repeated ticket inquiries.
  • Used process improvement and risk assessment to maintain servers and systems, ensuring that networks remained fully operational during peak periods.
  • Automated routine support tasks using Tableau, saving an average of 13 hours per week in manual labor.
  • Achieved recognition as Excellence Award for excellence in customer service by handling 13 high-priority tickets with a resolution satisfaction rate of 50%.
  • Avoided critical downtime.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.

Summaries

  • Achieved a 10% first-contact resolution rate.
  • Achieved a consistent 39% customer satisfaction rate.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved average resolution times under 11 hours.
  • Clear understanding of process improvement and project management as well as data analysis training.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Within Miscellaneous, senior Customer Support Tier 1 Analyst and outstanding performer in vendor management and workflow optimization.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • CPA and OSHA are proudly certified.
  • Adept at contributing to product development improvements by documenting common customer issues and identifying enhancement opportunities.

Accomplishments

  • Documented and resolved metric which led to framework.
  • Regularly monitored customer behavior trends, identifying common issues and reporting them to the product team, contributing to a 23% improvement in software stability.
  • Collaborated with cross-functional teams to refine knowledge base articles, ensuring up-to-date and efficient handling of common queries, reducing average resolution time by 70%.
  • Collaborated with team of 17 in the development of process.
  • Collaborated with product development to implement customer feedback on category, leading to a 33% increase in customer satisfaction.
  • Partnered with a cross-functional team to pilot a new helpdesk system rollout, successfully reducing average ticket handling time by 2 minutes.
  • Monitored and maintained accuracy of customer data, leading to a 55% decrease in billing disputes.
  • Maintained an 83% adherence to SLAs while resolving an average of 3 support tickets each day.
  • Diagnosed and resolved complex technical issues related to Salesforce, resulting in a 20% increase in customer issue resolution time.
  • Achieved a 31% first-time resolution (FTR) for customer issues relating to ServiceNow, significantly minimizing follow-up inquiries.

Affiliations

  • IT Service Management Forum (itSMF) - Attended events focused on improving IT service desks
  • National Customer Service Association (NCSA) - Regular webinar attendee for improving customer communication and engagement
  • Project Management Institute
  • Certified Technical Support Specialist (CTSS) - Completed training in effective product troubleshooting
  • Certified Customer Experience Professional (CCXP) - Understanding of customer experience management best practices
  • Technology Services Industry Association (TSIA) - Knowledge Member for Service Optimization
  • Certified Help Desk Professional (CHDP) - Completed certification to enhance troubleshooting and customer engagement skills
  • Certified Support Professional (CSP) - Currently pursuing designation to increase technical proficiency
  • Customer Success Association - Participated in annual conferences and discussions since 2021
  • Association for Talent Development (ATD) - Focused on employee training and effective onboarding methodologies

Certifications

  • Certified Support Professional (CSP) by Service Strategies
  • ITIL® v4 Foundation Certification
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Freshdesk Product Expert Certification
  • Certified Public Accountant
  • Remote Customer Support Work Professional Power BI
  • ServSafe
  • Google Certified Professional IT Support
  • First Aid/CPR Certified

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